Sales Operations Manager - Retail, Breespoke and Customer Service

The Business

BREE is a membership based luxury personal shopping and styling firm. Our team of stylists specialize in closet edits, personal styling, shopping, digital wardrobing and custom bespoke menswear. We are redefining the way people get dressed; with ease and confidence while saving them time. Unlike shopping in stores and online, we make every step of the way personalized for our members.

We are the fastest growing styling company in the US and we are looking for an Operations Manager - Retail, Breespoke and Customer Service to join our team!

The Role

The Sales Operations Manager is a jack-of-all-trades. Driving and supporting the Operations team obsessed with creating efficiencies while providing exceptional support to the internal teams as well as members and customers. A high degree of understanding of different personalities and the ability to work with people to educate, train and get the team's buy-in to the SOPs set forth by operational needs.

Key Responsibilities

Manage all back end systems for the company and all employee/franchises on boarding back end while working alongside sales to ensure success to new set ups and stylists
Run payroll and compliance working alongside insurance, credit card companies, and any P&L
Act as the direct line of communication between the field and CEO/corporate employees to ensure streamlined and consistent communication
Create flows for consistent feedback from customers and reviews post positive engagements to get great reviews and increase client retention/referral business
Manage all communication shared with the teams to ensure information is complete and easily actionable
Develop cross-functional partnerships with teams across the organization to create and maintain a workload calendar, inventory controls and process compliance
Drive the development of related training and performance management programs associated with workload management, product knowledge and customer experience
Create processes to measure compliance and report out to cross functional teams
Support teams with the communication of upcoming revenue driving events, tasks and initiatives including Customer Success, Breespoke, Operations and Marketing
Collect regular feedback from teams and discuss opportunities and successes
Proactively identify opportunities within our team and customers to improve workload and communication
Lead Operations in Project Management, rolling-out, documenting and implementing standard operating procedures for back-end and customer facing systems and for teams, as well as measuring effectiveness and tracking compliance
Support, drive and ensure compliance of all Breespoke orders from start to delivery
Support, drive and ensure compliance of customer service desk tickets from open to close within a 24-48 hour timeline turn while finding creative solutions, processes and creating and writing flows and standard operating procedures
Work alongside HR for compliance, insurance and overall business practices

Key Competencies & Attributes for Success

3+ years experience in corporate retail operations management
Excellent communication skills, both written and verbal
Direct and solution oriented
High attention to detail
High attention to customer centric operating practices
Great at spotting opportunities for the business to streamline and scale
Strong problem solving skills and attention to detail
Strong managerial skills developed via managing people and teams
Advanced knowledge of retail fundamentals such as retail calendars, sales dynamics and the basics of retail operations
Demonstrated leadership qualities cross functionally while driving results
Working knowledge of modern brand retail and/or ecomm, SAAS and customer experience
Ability to thrive in a dynamic, high growth business environment
Strong attention to detail and ability to operate “in the weeds” without losing sight of the big picture
Strong project management skills
Strong team skills and an aptitude for cross functional interactions

Outcomes and Measures of Success

Best in class Retail, Breespoke and Customer Service operations
Operationally efficient and compliant based on BREE SOPs
Outstanding partnership with cross functional teams, maintaining a positive working relationship
Workload planning and payroll management improvements due to the creation and maintenance of a workload calendar
Informed and empowered teams who have a direct point of contact within the corporate office and can communicate feedback and questions on a regular basis
Customer Experience is measured by great reviews and positive feedback post all engagements with BREE

Compensation

$60,000 base salary with additional end of year bonus based on company profits.

BREE

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Sales Operations Manager